NEW Terms and Conditions

NOTE: These new Terms and Conditions will take effect from 18 December 2019. Read the current T&Cs here.

 

NOTICE OF KEY TERMS OF CONTRACT

Commissions or Referral Fees

We receive no commissions or referral fees in providing these Services, including for any Equifax Premium Services from EAISS or the IdentityGuard Insurance cover from AIG

Key terms and conditions

Key Terms

Clauses

Automatic annual subscription renewal is usually by Card debit; multiple renewal reminders will be provided

1, 6.1 & 6.2

IdentityGuard Insurance claims have a time constraint – AIG requires that it be contacted within 2 business days of you discovering the identity theft or other covered loss

2 & 4.13

Certain Services need specific conditions satisfied by you to become available or to be effective – in particular:

  • Emergency Cash Advance
  • Identity Guard Insurance claims
  • Lost or Stolen Item services
  • Identity Watch

4.6,

2 & 4.13

4.2, 4.3, 4.4, 4.7, 4.9, 4.14, 5.3, 5.4 & 5.5

The following Services will phase out at your Next Renewal Date:

  • Mobile Phone Protection
  • Change of Address for Card Issuers

4.3 & 4.5

Equifax Premium Services are provided by EAISS under separate terms and conditions

1, 4.1 & 14

Not all Services are capable of assured delivery – for example, some require the co-operation of Card Issuers, government bodies or telecommunications providers. Our Services are available only to the extent we can legally and practicably give effect to your directions.

4.2, 4.3, 4.5 & 4.9

If you permanently cease to be a resident of Australia or NZ, you cease to be a Member

10

We have the right to vary these terms and conditions, sometimes without notice

11

You can cancel your Membership. Household Memberships can continue if a Primary Member dies.

9

 

 

1. IMPORTANT

You are dealing with an Equifax Australia Group member.

You are sending your Personal Information to Secure Sentinel Australia Pty Ltd ABN 53 054 235 157 ("we", "us" and "our"), a member of the Equifax Australia Group.  We agree to provide the Services to you on the following Terms and Conditions of your Membership. All Services are provided by us, except any Equifax Premium Services which are provided by our related company Equifax Australia Information Services and Solutions Pty Limited ABN 26 000 602 862 ("EAISS").

By signing up for and using our Services you agree to these Terms and Conditions. If you do not agree to these Terms and Conditions you must notify us immediately and we will cancel your Membership.  The Services are provided on a subscription basis that will automatically renew each year until you or we end the subscription.  Amongst other things, we may end the subscription in accordance with clause 6.6, when we do not receive your Membership Fees by the due date.

Where you are resident in New Zealand, we have appointed Equifax New Zealand Information Services and Solutions Limited (company number 371729, NZBN 9429039517487) as our agent, where necessary, to provide the relevant Services to you that may be made available in that jurisdiction.  Not all Services may be available in both Australia and New Zealand.

 

2. DEFINITIONS

The following definitions apply to these Terms and Conditions:

Additional Member means those persons notified by a Primary Member and Registered by us to receive Services as part of a Household Membership in accordance with clause 3.2 or acceding by operation of clause 9.1.

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Card means any credit, debit, ATM, charge, petrol, store card or other card approved by us.

Card Issuer means the issuer of the relevant Card.

CGA (NZ) means Consumer Guarantees Act 1993 (NZ);

Consumer Law means, as relevant, (i) the Australian Consumer Law, or (ii) the CGA (NZ) and/or the FTA (NZ);

Do Not Call Register means the register maintained under section 13 of the Do Not Call Register Act 2006 (Cth) or, in New Zealand, the "do not mail" and "do not call" registers operated by The NZ Marketing Association and available free to consumers there.

Effective Date means the date that these Terms and Conditions come into effect as specified at the head of this document, being more than one month after we have provided notice to each Member by email and posting to our website in accordance with clause 11.

Emergency Cash Advance means free credit of:

  1. for an Australian Member, AUD1,000.00; or
  2. for an NZ Member, NZD1,000.00,

made available in accordance with clause 4.6 and the Table of Benefits.

Equifax Australia Group means, collectively and severally, us, EAISS and our related bodies corporate incorporated in Australia or New Zealand, being subsidiaries of Equifax, Inc.

Equifax Premium Services means one or both of My Credit File and My Credit Alert services provided by EAISS under clause 4.1.

Fraud Protect is a commercial depersonalised database owned and operated by Equifax group that is used in Australia by various credit providers to check for suspicious information at the point at which an individual applies for credit. As from the Effective Date, Fraud Protect operates for your personal Services as a direct notification to DFAT (in Australia) or the Department of Internal Affairs (in NZ), as relevant, confirming your Registered Passport as a lost or stolen document, meaning that:

  1. the document will immediately and permanently be cancelled and will no longer be valid for travel; and
  2. any direct information match requests to and from that Government issuer by credit providers or other entities having access to an official record verification system will not be satisfied.

FTA (NZ) means the Fair Trading Act 1986 (NZ).

IdentityGuard Insurance means the loss protection insurance provided by the Insurer under clause 4.13, as summarised by the product information statements available:

  1. for Members in Australia, at https://www.securesentinel.com.au/sites/default/files/secure_sentinel_policy_information_booklet_18Dec19.pdf; and
  2. for Members in NZ, at https://www.securesentinel.co.nz/sites/default/files/secure_sentinel_identity_guard_insurance.pdf

Insurer means AIG Australia Limited ABN 93 004 727 753 AFSL 381686 and includes any successor or other general insurer provider of IdentityGuard Insurance (or a like loss protection insurance) in Australia or New Zealand.

Loss Report means the record that we keep in your Membership File of a notification by you or a person who is acting for or on behalf of you with our approval, that one or more Registered Items, luggage or keys have been lost or stolen.

Member means a person who is eligible to become and who has become a Member in accordance with clause 3 of these Terms and Conditions and includes an Additional Member (if applicable).

Membership refers to your status as a Member under a subscription to Services in accordance with these Terms and Conditions.

Membership Fee means the annual fee payable to us for Membership which is determined by the Membership Option and Membership Type applicable to you.

Membership File means the file we maintain containing your Personal Information and any other information that you have notified us of, in connection with your Membership and in accordance with these Terms and Conditions. Your Membership File includes details of the Membership Option and Membership Type applicable to you, as well as any Loss Report(s).

Membership Option means a Membership under the terms of either SecureIdentity, SecureIdentity Express, SecurePlus, or SecurePlus Express where the Table of Benefits show the Services provided with each Membership Option.

Mobile Phone Service Provider means the Australian or New Zealand company or network recorded in your Membership File as the provider of the mobile phone connection and related services for a Registered Mobile Phone.

Membership Period means the period of Membership as set out in the application for or renewal of Membership on which the relevant Membership Fee is based.

Membership Type means either an Individual Membership or Household Membership as selected by you, which is provided with the Membership Option applicable to you.

My Credit Alerts means an e-mail notification provided by EAISS every time a member has specific credit information added or changed on their Credit File.

My Credit File means the record of credit activity provided by EAISS for individuals and businesses. Information contained in this file is used to determine a member's ability to pay off credit debts.

Next Renewal Date means:

  1. if you first apply for the Services after the Effective Date, the date you become a Member; or
  2. if you are an existing Member, the date that your Membership first renews after the Effective Date.

Online Service means the on-line Service provided to Members through our Website.

Personal Information means information or an opinion about an identified individual, or an individual who is reasonably identifiable:

  1. whether the information or opinion is true or not; and
  2. whether the information or opinion is recorded in a material form or not.

Primary Member means the Member, not being an Additional Member (other than under clause 9.1), in whose name a Household Membership is issued.

Privacy Act means, as relevant, each of the Privacy Act 1988 (Cth) and the Privacy Act 1993 (NZ).

Registered means recorded in your Membership File or notified to us to be recorded in your Membership File in accordance with these Terms and Conditions.

Registered Card means any Card that has been Registered in connection with your Membership.

Registered Items means the details of any valuables, documents, passports, keys, Cards and other items Registered in connection with your Membership.

Registered Mobile Phone(s) means a mobile phone(s), details of which are registered in connection with your Membership.

Registered Passport means an Australian or New Zealand passport that has been Registered in connection with your Membership, which we may or may not be able to report lost or stolen on your behalf.

Restricted Membership means a Service provided to Members who take up temporary or non-permanent residence in any country except Australia or New Zealand as provided for in clause 10.

Services means the services provided by us or EAISS as outlined in the Table of Benefits and clause 4, and which are specific to the applicable Membership Option and Membership Type chosen by you.

Table of Benefits means the tables attached to these Terms and Conditions that set out the Services that are provided for each Membership Option and Membership Type and any limitations applicable to them.

Unregistered Card means a Card which is not Registered.

Website means our website at www.securesentinel.com.au or www.securesentinel.co.nz, as relevant.

Welcome Kit means the package that contains tags (for your luggage and keys), fraud deterrent labels and other information specific to your Membership.

The words 'you' or 'your' refers to a Member and, if the context permits, an Additional Member.

 

3. MEMBERSHIP

3.1 Membership Eligibility 

To be eligible for a Membership you must:

  1. be at least 18 years of age;
  2. be able to be identified via documentation supplied by the Government;
  3. permanently reside in Australia or New Zealand; and
  4. have a postal and residential address in Australia or New Zealand.

3.2 Additional Members 

If a Primary Member signs up for a Household Membership, the Primary Member may nominate up to 9 people as Additional Members if they reside permanently at the Primary Member's residential address, such as a spouse or partner and any dependent children.

By nominating Additional Members, the Primary Member agrees (and undertakes to us that they have the necessary authority to agree) on behalf of each Additional Member that he or she is eligible to receive our Services and will abide by these Terms and Conditions and which the Primary Member agrees to make known to each Additional Member.

Each of the Additional Members will cease to be entitled to receive the Services when the Primary Member ceases being a Member, unless a spouse, partner or other Additional Member assumes the role of Primary Member under clause 9.1.

 

4. MEMBERSHIP SERVICES

Subject to you agreeing to these Terms and Conditions and paying the Membership Fee, you are entitled to receive the Services applicable to your Membership Option for your Membership Type for the Membership Period from the date of your Membership application or renewal.

This clause 4 of your Terms and Conditions is to be read in conjunction with the Table of Benefits which provides further detail, including any limitations, about the Services we offer and the Equifax Premium Services provided by EAISS.

4.1 Equifax Premium Services: My Credit File & My Credit Alert

When you become a Member, we may ask you to supply us with specific Personal Information to assist EAISS in verifying your identity and supplying you with a My Credit File history or with My Credit Alerts.

If the information you provide upon enrolment does not meet EAISS current security requirements, EAISS may contact you and ask you to provide additional documentation to verify your identity. If EAISS is not satisfied that you are the individual named on the credit information file to whom the My Credit File or My Credit Alert Service relates, EAISS may refuse to supply you with that part of the Service.

My Credit Files and My Credit Alerts provided by EAISS to you under the SecureIdentity and SecureIdentity Express Membership Options are supplied in accordance with Privacy Act. The terms and conditions applying to My Credit File and My Credit Alert available at or through https://www.mycreditfile.com.au/terms will override these Terms and Conditions in respect of any My Credit File or My Credit Alert Services to the extent of any inconsistency.

4.2 Card Cancellation and Replacement Service

4.2.1 Registered Cards issued in Australia or New Zealand

If we are notified by you that a Registered Card has been lost or stolen we will report the loss or theft to the relevant Card Issuer on your behalf and use our best endeavours, to the extent permitted by law, to arrange cancellation of the relevant Registered Card as set out in the Table of Benefits and the issue of a replacement Card (where the Card Issuer permits this).

4.2.2 Liability for unauthorised or fraudulent use of Registered Cards issued in Australia or New Zealand

From the time we are notified by phone that a Registered Card has been lost or stolen until we notify the Card Issuer, we will be responsible for any fraudulent or unauthorised charges made using the Registered Card that you do not recoup from the Card Issuer.

If the Card Issuer does not credit the Registered Card with the full amount of those fraudulent or unauthorised charges following the completion of any investigation into the loss or theft by the Card Issuer then, subject to your approval, we will arrange for the Card to be credited with the amount of such fraudulent or unauthorised charges.

Other than as expressly set out above, we will not be liable for any other loss or damage that may arise directly or indirectly in connection with a Registered Card, including, in particular (but without limitation), any loss that may be suffered as a result of a lost or disclosed personal identification number (PIN) or the Registered Card being left unsigned, or for any loss or damage that may occur as a result of the Registered Card being compromised as notified through Identity Watch or otherwise.

4.2.3 Registered Cards not issued in Australia or New Zealand 

In the case of a lost or stolen Registered Card not issued in Australia or New Zealand, we will use our best endeavours to arrange cancellation of the relevant Registered Card only. We will not attempt to arrange for the replacement of lost or stolen Registered Cards issued outside Australia or New Zealand.

We will not be responsible for debts incurred in connection with a Registered Card issued outside Australia or New Zealand, or for any other losses suffered in connection with such Registered Card, except and only to the extent that such losses were caused by us being in default of these Terms and Conditions or by our negligence.

4.2.4 Unregistered Cards 

In the case of lost or stolen Unregistered Cards we may, in special circumstances and at our discretion, agree to use best endeavours, to the extent permitted by law, to arrange for the cancellation and replacement of such Unregistered Cards. At the time of notification, we may ask you to provide further information about the Unregistered Card and the circumstances surrounding the loss or theft.

We do not accept any responsibility or liability whatsoever in respect of Unregistered Cards, except and only to the extent that such losses were caused by us being in default of these Terms and Conditions or by our negligence.

4.2.5 Direct Notification 

Where a Card Issuer requires notification by the Card owner personally before cancelling or re-issuing a Card, we will advise you to contact the Card Issuer directly.

4.3 Run-off and Cessation of Mobile Phone Protection Service

A Mobile Phone Protection Service, as set out in sub-clauses 4.3.1 to 4.3.4 (inclusive), is provided as part of your Membership until the Next Renewal Date.  As from the Next Renewal Date, that Service is no longer offered.

4.3.1 Mobile Phone Protection Service 

When we are notified by you that a Registered Mobile Phone (or SIM card) has been lost or stolen we will report the loss or theft to the relevant Mobile Phone Service Provider and use our best endeavours to arrange a temporary block on the Registered Mobile Phone. We will not arrange for a mobile phone service to be cancelled or to repair or replace any damaged or permanently lost Registered Mobile Phone (including SIM card).

4.3.2 Notification details 

You must provide us with a password or security/PIN number at the time of notification if we require it to access a Registered Mobile Phone account.

4.3.3 Direct Notification 

Where a Mobile Phone Service Provider insists on being contacted directly by you before placing a bar on a Registered Mobile Phone number, we will advise you to contact the Mobile Phone Service Provider directly.

4.3.4 Liability for unauthorised or fraudulent use of your Registered Mobile Phone 

From the time we are notified that a Registered Mobile Phone has been lost or stolen, until we notify the Mobile Phone Service Provider, we will be responsible for fraudulent or unauthorised charges made using the Registered Mobile Phone that you do not recoup from the Mobile Phone Service Provider.

If your Mobile Phone Service Provider has not credited your account with the full amount of those fraudulent or unauthorised charges, following the completion of any investigation into the loss or theft by your Mobile Phone Service Provider, then, subject to your approval, we will make arrangements:

  • with the relevant Mobile Phone Service Provider, for the account to be credited with an amount equal to such fraudulent or unauthorised charges; or
  • with you, for an account nominated by you to be credited with the amount equal to such fraudulent or unauthorised charges.

Other than as expressly set out above, we will not be liable for any other loss or damage that may arise directly or indirectly in connection with a Registered Mobile Phone.  In particular (but without limitation) we will not be liable for any loss or damage that may arise directly or indirectly from:

  • any fraudulent or unauthorised charges debited to your Registered Mobile Phone account if we are unable to arrange a temporary block on the use of the Registered Mobile Phone, whether because you cannot provide us with the password or pin number required by your Mobile Phone Service Provider to place a temporary block on the phone or otherwise;
  • rental or lease payments (including penalty payments) in connection with a Registered Mobile Phone; or
  • fees or charges (including without limitation plan charges or resumption fees) or penalty payments payable or arising in respect of the provision, suspension, cancellation, resumption or reconnection of a Registered Mobile Phone service.

4.4 Lost or Stolen Items

If Registered Items are lost or stolen, you may contact us to obtain details of those Registered Items that are kept on your Membership File.

If we are contacted by a person who has found a lost or stolen Registered Item or if a Registered Item is returned to us, we will use our reasonable efforts to have the Registered Item returned to you; however, this will be at your own cost. Subject to your authorisation we can charge these costs to your nominated credit card or debit your nominated bank account.

4.5. Change of Address Service and Responsibilities

Until the Next Renewal Date:

  1. if you notify us of a change of address, we will update the relevant Membership File and use best endeavours to notify relevant Card Issuers of your change of address; and
  2. we will not be responsible for any loss you may suffer as a result of any Card Issuer failing to act on a change of address notification that we have provided to them.

As from the Next Renewal Date, you are responsible for notifying Card Issuers of any change of your address.  Notwithstanding that change, you do remain responsible for notifying us of any change to your address so that we may update your Membership File.

4.6 Emergency Cash Advance

There is no charge made for provision of an Emergency Cash Advance, whether as part of your Membership Fee or otherwise.  To be eligible for an Emergency Cash Advance, you must at the time you request that advance:

  • be more than 100km from your registered place of residence;
  • have had all your Registered Cards and any cash on hand lost or stolen; 
  • be unable, in our reasonable opinion, to access alternative funds in a reasonable time; 
  • have reported the loss to the local police; and
  • have provided us with all information required to create a Loss Report notification with us.

We will endeavour to provide an Emergency Cash Advance within 48 hours of your request if:

  1. you satisfy the above pre-conditions; and
  2. we are satisfied (acting reasonably) that you will be able to repay the amount advanced.

You must repay any Emergency Cash Advance to us within 30 days of receipt, unless we agree a longer period.  If you do not repay the debt to us in full at the end of that period, we may charge interest in respect of that failure on any outstanding balance of the advance from that default date until we receive repayment in full (together with any accrued interest), such interest to be calculated at the rate of 2% above the then current overdraft rate of the National Australia Bank for accounts over AUD10,000.00.

4.7 Key and Luggage Retrieval Service

If your lost or stolen keys are delivered to us or we are advised they have been found, we will contact you and arrange for the keys to be returned to you. If we cannot contact you and your keys remain unclaimed in our possession for a period of six months after the expiry of your Membership, we will dispose of them.  If we are notified that your luggage has been found, we will contact you to arrange for the luggage to be returned to you at your own cost.

4.8 Passport Service

If you have a Registered Passport, we will remind you to maintain its currency by notifying you 8 months prior to your passport expiring, provided you have provided us with a valid email address.  

4.9 Fraud Protect

In addition to notification Services under clause 4.8, if you report your Registered Passport to us as lost or stolen we will also have the passport number reported to the issuing Government body as part of Fraud Protect.  If it is not possible for us to report it as lost or stolen on your behalf, we will advise you of the nearest embassy at which you can report your Registered Passport as lost or stolen.

We do not replace or cover the cost of a replacement where your Registered Passport is lost or stolen.

4.10 24-Hour Worldwide Service

We operate all year round, 24 hours a day, 7 days a week and can be contacted by telephone from anywhere in the world.  Our contact numbers for all enquiries, assistance or loss reporting are kept updated on our Website.

4.11 Online Service

You may view, manage and update your Membership information through the Online Service. You will be provided with a password for login purposes. You must keep your login details secure.

4.12 Online Document Vault

You may upload electronic facsimiles of your important documents to our Online Document Vault which is available through the Online Service.

4.13 IdentityGuard Insurance

If available for your Membership Option, IdentityGuard Insurance is provided to Members subject to the terms and conditions of the underlying IdentityGuard insurance policy as issued by the insurer.

 4.14 Identity Watch

If your Membership Option includes Identity Watch as a feature, you agree to your email address, Card and phone number being prepopulated in the Identity Watch area of our Services. Passport details, Medicare card, driver’s licence, other Card and bank account details are also able to be entered there as Registered Items in accordance with clause 5.3. Should you wish to disable any item from being monitored, you can go into the Identity Watch area of the On-line Service and delete the relevant details.

We will monitor the Registered Items that you have selected as part of Identity Watch. You can add to (up to the maximum number of Registered Items as specified in the Table of Benefits) or change the Registered Items that we will monitor at any time by logging in to the Website. For the avoidance of doubt, Identity Watch is a notification service only and we will not take any further action on your behalf unless you expressly direct us to do so and we are both legally and practicably able to give effect to those directions.

4.15 Upgrades

Members may upgrade their existing Membership Option for an additional Membership Fee over the phone or, for some types of Membership, via their online account.

For Membership Options which are initially provided by financial institutions or other organisations to Members, upon expiration of your Membership you will be given the option of upgrading and continuing your Membership at your own cost.

 

5. YOUR OBLIGATIONS

5.1 Personal Information 

If you do not provide Personal Information to us then we may not be able to provide our Services to you. Where you provide Personal Information on behalf of others, you confirm that you are authorised to give that information and any relevant consents on behalf of those people.

You consent to the use of your Personal Information for the purpose of providing the Services and services related to your Membership, which includes sending you information on any new Membership benefits or services that we may provide and providing your Personal Information to EAISS so that EAISS can provide the Equifax Premium Services.

You consent to the disclosure of Personal Information to, and obtaining information from, third parties such as Card Issuers, Mobile Phone Service Providers and mailing agents for purposes of the Services.

5.2 Electronic Communications

Where you have provided us with an email contact address or mobile phone number, you consent to receiving electronic correspondence concerning your Membership details or matters arising from your Membership from us at the email address or mobile phone number provided, unless you notify us otherwise.

5.3 Registration of Items

For your items to become subject to our Services, you must register and provide us with the details of those items, valuables and documents that you want Registered in connection with your Membership. These may include (but are not limited to) your Cards, passport, driver's licence, Medicare card (Australia) and community services card (New Zealand).

Only Cards issued in Australia or New Zealand are eligible to be Registered but we may agree to Register Cards issued elsewhere at our absolute discretion. We may not be able to Register all Cards even if issued in Australia or New Zealand as this will depend upon any arrangement we have with the Card Issuer. We will advise you if a Card is not eligible for Registration.

We can only Register mobile phone(s) if the relevant Mobile Phone Service Provider provides the service for the mobile phone from within Australia or New Zealand.

All Registered Items must belong to you and, in the case of a Registered Card or Registered Mobile Phone, be registered with the relevant Card Issuer or Mobile Phone Service Provider in your name or the name of the company for whom you work (as applicable).

5.4 Notification of Lost or Stolen Items

You must notify us of the loss or theft of a Registered Item by telephone as soon as practicable after becoming aware of the loss or theft. We will not accept notification by post, facsimile or email. At our absolute discretion and in special circumstances, we may allow a third party to notify us of the loss or theft of a Registered Card, Registered Passport or Registered Mobile Phone if you are unable to notify us. We will keep a record of the information provided to us by such third parties in your Membership File.

5.5 Update your Membership File

You must ensure that your Membership File is kept accurate or up-to-date, by advising us of any changes to the information recorded in your Membership File that may affect our ability to provide the Services to you, within 14 days of becoming aware that the information is inaccurate or outdated.

 

6. MEMBERSHIP FEES AND AUTOMATIC RENEWAL

6.1 Initial Membership Fee 

Our Services are a subscription service that automatically renews each year, until you or we end the subscription.  The initial Membership Fee is payable at the time of your application for Membership and will be the amount specified on our Website or as notified to you at the time of Membership application.

Subject to clause 6.2, the subsequent annual Membership Fees are payable when your initial Membership period expires, and again when each of the following Membership periods expire. The subsequent annual Membership Fees will be the amount specified in an automatic Membership renewal notice sent to the email address or other address you have provided us.

6.2 Renewal 

We will issue one or more Membership renewal notices at least 14 days, but not more than 90 days, before the expiry of your Membership.  Each notice will:

  1. set out the date that your annual Membership is to renew;
  2. set out the annual Membership Fee payable, which may change each year at our discretion;
  3. set out the payment methods available, if payment is not by direct debit to a Card; and 
  4. provide you with the ability to notify us if you do not wish to renew your annual Membership.

To cancel your annual membership, you must call us on 1800 022 043 in Australia or 0800 449 777 in New Zealand, or email us at customerservice@securesentinel.com.au, at least 2 business days before your renewal date.  If you do not notify us that you have chosen to cancel your Membership, your Membership will be automatically renewed for another one year (unless agreed to be a longer or shorter period as the case may be) and the Membership Fee applicable for that period will be payable by you. 

If you elect not to renew your Membership, your Membership will cease and you will not be charged a further Membership Fee.

6.4 Complimentary Membership

If applicable, where you are the holder of a complimentary Membership provided by Equifax or a third party and that offer is withdrawn, revoked or expires, you will be able to renew your Membership at your own cost. You may choose a different Membership Option at that time.  Complimentary Memberships may be revoked at any time, without notice.

6.5 Payment 

You agree that, unless you notify us otherwise, whenever the annual Membership Fee is payable under clause 6.1, 6.2 and 6.4, we can automatically charge your nominated Card or directly debit your nominated bank account, if we have an agreement with your bank that allows us to do so. You will need to advise us immediately if the Card or bank account details provided to us for the purposes of charging your Membership Fees changes or is no longer current.

6.6 Failure to pay 

If we do not receive Membership Fees by the due date, due to failure of your Charge card or direct debit arrangements or otherwise, your Membership will lapse and you will no longer be entitled to the Services. You will then have up to 90 days to bring your account up to date by payment of the outstanding Membership Fees before your account is closed. Once your account is closed, it may not be re-activated.

6.7 Third Party Payment 

If your Membership Fees are paid by a third party and that party does not renew your Membership, we will contact you directly to give you the option of renewing your Membership at your own cost.  You may choose a different Membership Option at that time.

 

7. PRIVACY AND SECURITY

7.1 Use of Personal Information

We store all Personal Information so that only our authorised personnel can have access. It is a condition of Membership that you consent and authorise us to:

  • receive your updated telephone, email and address information to ensure EAISS and us both have your current details in order to provide you with the Services;
  • subject to any election under clause 7.2, provide your Personal Information to our business partners and service providers so that we can conduct market research related to our Services and marketing as contemplated by that clause;
  • where provided for by your Membership Option, provide your Personal Information to the insurer, its broker or related parties for purposes of covering you under IdentityGuard Insurance;
  • disclose your Personal Information to Additional Members and disclose Additional Members' Personal Information to you (as applicable), if such disclosure is incidental or ancillary to the provision of the Services by us;
  • record your telephone conversations with our staff to use for training and/or call validation purposes; and
  • transfer Personal Information about you to or from Australia for the above purposes in accordance with our Equifax Privacy Policy.

The Equifax Privacy Policy is accessible at https://www.equifax.com.au/privacy.

7.2 Direct Marketing Consents

Where you have elected to subscribe to updates and marketing services, Equifax Australia Group may, at any time, use your personal information for marketing purposes and send you information about Equifax Australia Group products or services. This may include promotional material including but not limited to communications of the following kind:

  1. Newsletters
  2. Competitions
  3. Surveys
  4. Promotions on existing or new products

Equifax Australia Group may do so by using a variety of means including:

  1. electronic means such as emails, SMS, MMS or similar services
  2. hardcopy to your nominated address; and
  3. subject to the Do Not Call Register, call you.

Equifax Australia Group may, at any time, disclose your information to its clients for marketing purposes who may send you marketing information similar to the above.

In doing so, Equifax Australia Group will be  relying on the consent that you have provided on the Website or over the telephone when you subscribed to the Service. Accordingly, if you have previously provided your consent to such marketing, including under a prior version of this clause 7.2, the prior version continues to apply in place of this clause. 

At all times you are free to choose not to receive some or all marketing communications sent by or on the behalf of Equifax Australia Group. In order to exercise that choice, you need to communicate it to Secure Sentinel:

In doing so, we or EAISS may disclose any of this information to other members of the Equifax Australia Group or service providers to the Equifax Australia Group where such disclosure is required to conduct the marketing and related commercial activities set out above.

7.3 Correcting Personal Information 

If you request us to do so and to the extent permitted or required by law, we will provide you with access to and allow you to correct the Personal Information about you that we hold or direct you to EAISS to the extent that relates to credit information.

 

8. WARRANTIES AND LIABILITY

8.1 Consumer Law

The Consumer Law sets out certain guarantees that may apply to the supply of goods and services by us.  These guarantees give you rights that cannot be excluded, restricted or modified.  The exclusions and limitations of liability in clauses 8.2, 8.3 and 8.4 below apply subject to any rights you may have under such Consumer Laws.

8.2 Warranties, Limits and Remedies

Subject to clause 8.1 above, where the goods or services supplied to you are not of a kind ordinarily acquired for personal, domestic or household use or consumption, our liability for breach of a guarantee is limited to doing one or more of the following:

  1. in relation to goods, the replacement of goods or the supply of equivalent goods, the repair of goods, the payment of the cost of replacing the goods or acquiring equivalent goods, or the payment of the cost of having the goods repaired; or
  2. In relation to services, the re-supply of the Services or the payment of the costs of having the Services supplied again.

We cannot limit our liability as set out in this clause 8.2 if you establish that it would not be fair or reasonable for us to do so.

To the extent permitted by law and subject to clause 8.1 above, we and our third-party data and service providers exclude all statutory or implied representations, guarantees, conditions, warranties and terms relating to the supply of the Services whether based in statute, custom, common law or otherwise.  We do not exclude any such representations, guarantees, conditions, warranties or terms to the extent we are not permitted by law to do so (including under the Consumer Law).

Subject to clause 8.1 above, we do not guarantee or warrant that the Website, the Online Document Vault or any other Online Service will be fault free or available without interruption.

8.3 Exclusions

Subject to clause 8.1 but otherwise notwithstanding anything else in these Terms and Conditions, we will not be liable to you or anyone else for any loss or damage arising:

  1. in connection with the Equifax Premium Services provided by EAISS;
  2. in connection with the loss or theft of any Registered Item, except to the extent expressly set out in these Terms and Conditions. In particular (but without limitation), we will not be liable for any loss or damage resulting from any label or tag provided by us falling off or being removed from any Registered Item. We expressly exclude any warranty that we have any control over lost or stolen Registered Items. Our only warranty to you is that our coded tags and other materials in the Welcome Kit are intended to enable lost or stolen keys, Registered Items and luggage to be identified quickly if bearing such stickers or tags;
  3. as a result of you failing to comply with these Terms and Conditions or those of any relevant Card Issuer or Mobile Phone Service Provider;
  4. in connection with a change in the Services, or in the terms and conditions of services provided by a third party that affects our ability to provide the Services to you;
  5. in connection with items that are not Registered with us;
  6. in connection with our inability to provide a Service because any information that is Registered with us is not correct, up to date or complete, unless the incorrect or missing information is the result of our negligence;
  7. through you or another party disclosing security details to any third party other than for loss-reporting purposes;
  8. by reason of law or regulatory constraint that affect our ability to provide the Services to you; and
  9. in connection with any express or implied representations, conditions or warranties except those set out in these Terms and Conditions and those which cannot be excluded by law.

8.4 Consequential Loss and Aggregate Liability

To the extent permitted by law and subject to clause 8.1, we are not liable to you or to anyone else for any loss or damage (including without limitation loss of profit, revenue or business, indirect, consequential, special or incidental loss or damage) however such loss, damage or liability arises or might arise if it were not for this clause, including our negligence.

Our total aggregate liability for any loss or damage not excluded under this clause is limited to the amount of fees and charges paid by you for the Services under these Terms and Conditions in the 12 months immediately prior to the event giving rise to the liability.

8.5 Force Majeure

Neither you or we will be liable for any failure to comply with these Terms and Conditions or any other agreement with you if, and to the extent that, that failure is caused by an act, omission or event beyond the reasonable control of that person. In any such event, the time for performance of obligations under these Terms and Conditions will be extended by the same period or periods for which performance is delayed. Whoever of us is affected will use their best endeavours to avoid or remove such causes of non-performance.

 

9. CANCELLATION

9.1 Cancellation of Membership

You may cancel your current Membership at any time by advising us by phone on 138 332, or by emailing us at customerservice@securesentinel.com.au and giving us at least 2 business days’ notice.  Your Membership is an annual subscription and, as such, if you cancel your Membership before the annual expiry date, unless expressly stated otherwise in these Terms and Conditions, we will refund to you a pro rata amount of the Membership Fees paid by you for the number of full months remaining in your current Membership period as at the date of termination.

Only the Primary Member may cancel a Household Membership and any cancellation by the Primary Member is effective in respect of all Additional Members.  If a Primary Member dies, the spouse or partner (or an Additional Member) may take over as Primary Member unless you notify us otherwise.

9.2 Cooling-Off Period and Refund

If you cancel your Membership within 10 business days of your Membership application, we will give you a full refund of any Membership Fees paid by you unless you have already been sent a Credit File prior to notifying us of the cancellation of your Membership. If you have received a Credit File, the amount refunded to you will be reduced by the cost of the Credit File. You will not be entitled to a full refund after this 10 business days period; however, you will still have your termination and refund rights under clause 9.1.

9.3 Cancellation for Breach by you

We can suspend or cancel your Membership immediately by giving you written notice if you

  1. are misusing your Membership in a manner which has a detrimental effect on the Services or any of our other Services, our systems or information, Additional Members or any other customers;
  2. have materially breached these Terms and Conditions and the breach is not capable of remedy, or if capable of remedy, it is not rectified within 14 days of notice by us; or
  3. you have breached the Privacy Act.

9.4 Cancellation for Breach by us

You may cancel your Membership immediately by giving us written notice if we have materially breached these Terms and Conditions and the breach is not capable of remedy, or if capable of remedy it is not rectified within 14 days of notice by you.  If you cancel your Membership under this clause 9.4 we will refund the price paid by you for the Services in respect of the current Membership Period.

9.5 Dissatisfaction with Services

Subject to any rights you may have under Consumer Law, if you are dissatisfied with the Services and that dissatisfaction is, in our opinion based on objective evidence, well founded, we will refund the price paid for the Service in respect of the current Membership Period.

 

10. MOVING OVERSEAS

If you permanently cease to be a resident of Australia or New Zealand, you will cease to be a Member.

If you leave Australia and take up residency in New Zealand (and vice versa) on a permanent basis, you may transfer your Membership.

If you take up temporary or non-permanent residency in any other country, you may be eligible to receive Restricted Membership. This is only available for existing Members.

 

11. VARYING THESE TERMS AND CONDITIONS

We reserve the right to amend these Terms and Conditions at any time by giving at least 30 days’ notice in writing ('Notice of Variation').  That Notice of Variation may be given to a Member or, for a Household Membership, to the Primary Member, by email, where that email is sent to the address last advised by or on behalf of that person (and irrespective of whether the transmission is successful, other than by reason of our default).  

Any change to Membership Fees will only apply from the next Membership Period.

If you do not agree to be bound by the varied Terms and Conditions you may cancel your Membership by notifying us within 30 days of our Notice of Variation in accordance with clause 9.1.

If you do not ask us to cancel your Membership within 30 days of a Notice of a Variation from us, you agree to be bound by the Terms and Conditions as varied.

Notwithstanding anything contained in this clause 11, we do not need to notify you of variations to these Terms and Conditions:

  1. to provide for additional types of Membership or additional Services; or
  2. where the change is:
    1. necessary to comply with law or because of a change of law, or any other event outside of our reasonable control impacting the Services; or
    2. to effect administrative or other non-material changes (such as name changes, filepath updates, or other corrections consistent with the Website content). 

Where a variation to these Terms and Conditions is made as necessary to comply with law or because of a change of law, or for any other event outside of our reasonable control impacting the Services, and that variation may detrimentally affect your use of the Services, we will provide you with a Notice of Variation as soon as practicable thereafter and your subsequent right to cancel will apply.

 

12. GENERAL PROVISIONS

12.1 Entire agreement

These Terms and Conditions and its schedules and any terms and conditions incorporated by reference constitutes the entire agreement between us and you as to its subject matter and supersedes all prior understandings or agreements between us and you and any prior condition, warranty, indemnity or representation imposed, given or made by us in connection with that subject matter.

12.2 No waiver

The failure of either party at any time to insist on performance of any provision of these Terms and Conditions or to fail to exercise a right under these Terms and Conditions is not a waiver of that party's right at any later time to insist on performance of that or any other provision of these Terms and Conditions or to exercise that or any other right under these Terms and Conditions. No term in these Terms and Conditions shall be regarded as having been waived by a party and no breach shall be taken to have been excused by the consent of a party unless the waiver or consent was signed by the party claiming to have waived or consented.

12.3 Severability

If any provision in these Terms and Conditions is determined to be invalid or unenforceable it will be severed, however, the other provisions shall remain in full force and effect.

 

13. GOVERNING LAW

In Australia, these Terms and Conditions are governed by the law of New South Wales, and you submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts hearing appeals therefrom.

In New Zealand, these Terms and Conditions are governed by the law of New Zealand, and you submit to the non-exclusive jurisdiction of the courts of New Zealand. 

 

14. ENQUIRIES AND COMPLAINTS

If you have any queries about your Membership, including questions about the Personal Information that we hold in respect of your Membership, or if you would like to make a complaint in relation to your Membership, you should either phone us or send your enquiry or complaint to us at the address in the Contact Details set out below.

We will investigate all complaints. We will use our reasonable endeavours to respond to such initial complaints by phone, email or mail within 5 working days.

If you are not satisfied with our final decision on a privacy-related problem you can direct your complaint (if in Australia) to The Office of the Australian Information Commissioner (OAIC): 

Mail: GPO Box 5218, Sydney NSW 2001
Email: enquiries@oaic.gov.au  
Tel: 1300 363 992

and (if in New Zealand) to The Privacy Commissioner, either by phone on 0800 803 909 or by mail to: PO Box 466, Auckland.

 

Australia - Contact Details: 

Secure Sentinel Australia Pty Limited ABN 53 054 235 157 
Telephone: 1800 022 043 (24 hours a day, 7 days a week) 
Facsimile: 1800 025 333 
Mailing Address: Locked Bag 4845, Chatswood NSW 2057 
Website: www.securesentinel.com.au  
e-mail: customerservice@securesentinel.com.au

 

New Zealand - Contact Details: 

Equifax New Zealand Information Services & Solutions Limited 
Telephone: 0800 449 777 (24 hours a day, 7 days a week) 
Facsimile: 0800 445 303 
Mailing Address: PO Box 2993, Shortland St, Auckland 
Website: www.securesentinel.co.nz 
Email Address: customerservice@securesentinel.com.au

 

Equifax Premium Services 

Any enquiries and complaints relating to the Equifax Premium Services should be directed, in the first instance, to us. If, after discussing your enquiry or complaint with us, you would like to speak with EAISS, their contact details are as follows: 


Equifax Australia Information Services and Solutions Pty Limited ABN 26 000 602 862: 
Telephone: 13 8332 (8:30am - 5:30pm, Monday to Friday) 
Facsimile: (612) 9278 7333 
Mailing Address: PO Box 966, North Sydney NSW 2059 
Website: www.equifax.com.au

 

TABLE OF BENEFITS

SecureIdentity Product

SERVICE

INDIVIDUAL

HOUSEHOLD

My Credit File

You will receive 1 credit file, subject to clause 4.1

You will receive 2 credit files, subject to clause 4.1

My Credit Alert

You will receive 1 alert service, subject to clause 4.1

You will receive 2 alert services, subject to clause 4.1

Card Cancellation and Replacement

You may register the details of Cards, subject to clause 4.2

You and Additional Members may register the details of Cards, subject to clause 4.3

Fraud Deterrent Labels

1 sheet of labels provided in your Welcome Kit. Additional sheets are available upon request

1 sheet of labels provided in your Welcome Kit. Additional sheets are available upon request.

Emergency Cash

You may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

You and Additional Members may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

Change of Address

Subject to clause 4.5, we will notify those of your service providers who participate in this Change of Address service until the Next Renewal Date

Subject to clause 4.5, we will notify those of Additional Members service providers who participate in this Change of Address service until the Next Renewal Date

Mobile Phone Protection and Retrieval

Subject to clause 4.3, you may register the details of mobile phones until the Next Renewal Date

Subject to clause 4.3, you and Additional Members may register the details of mobile phones until the Next Renewal Date

Key Retrieval

Tags are provided in your Welcome Kit, additional tags are available upon request.

Tags are provided in your Welcome Kit. Additional tags are available upon request.

Passport Registration and Reminder

You may register your passport/s. We will notify you 8 months prior to your passport expiring provided you have provided us with a valid email address

You and Additional Members may register the details of any number of passports. We will notify you 8 months prior to your passport expiry to enable you to renew provided you have provided us with a valid email address

Luggage Retrieval

Tags are provided in your Welcome Kit, additional tags are available upon request.

Tags are provided in your Welcome Kit. Additional tags are available upon request

Registration of Important Documents and Valuables

You may register details of any documents and details of valuables

You and Additional Members may register details of any documents and details of valuables

Online Service

You will receive login details upon request, subject to clause 4.11

You will receive login details upon request, subject to clause 4.11

Online Document Vault

You may upload documents to a total of 10MB, subject to clause 4.12

You may upload documents to a total of 10MB, subject to clause 4.12

Identity Guard Insurance

You are entitled to cover of up to a value of AU$15,000 per annum, subject to clause 4.13

You are entitled to cover of up to a value of AU$15,000 per annum, subject to clause 4.13

Identity Watch

You are entitled to register the following number of items:

- 8 credit/debit cards

- 5 bank accounts

- 1 passport (AU or NZ)

- 1 driver’s licence (AU or NZ)

- 2 Medicare cards

- 3 telephone numbers

- 3 email addresses

You are entitled to register the following number of items per Primary Member and  Additional Member:

- 8 credit/debit cards

- 5 bank accounts

- 1 passport (AU or NZ)

- 1 driver’s licence (AU or NZ)

- 2 Medicare cards

- 3 telephone numbers

- 3 email addresses

Fraud Protect

We will advise Registered Passports you have reported lost or stolen under Fraud Protect, subject to clause 4.9.

We will advise Registered Passports you have reported lost or stolen under Fraud Protect, subject to clause 4.9.

 

SecureIdentity Express Product*

SERVICE

INDIVIDUAL

HOUSEHOLD

My Credit File

You will receive 1 credit file within 72 hours, subject to clause 4.1

N/A

My Credit Alert

You will receive 1 alert service, subject to clause 4.1

N/A

Identity Guard Insurance

You are entitled to cover of up to a value of AU$15,000 per annum, subject to clause 4.13

N/A

* Not available as a retail product.

 

SecurePlus Product

SERVICE

INDIVIDUAL

HOUSEHOLD

Card Cancellation and Replacement

You may register the details of Cards, subject to clause 4.2

You and Additional Members may register the details of Cards, subject to clause 4.2

Fraud Deterrent Labels

1 sheet of labels provided in your Welcome Kit. Additional sheets are available upon request

1 sheet of labels provided in your Welcome Kit. Additional sheets are available upon request.

Emergency Cash

You may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

You and Additional Members may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

Change of Address

Subject to clause 4.5, we will notify those of your service providers who participate in this Change of Address service until the Next Renewal Date

Subject to clause 4.5, we will notify those of Additional Members service providers who participate in this Change of Address service until the Next Renewal Date

Mobile Phone Protection and Retrieval

Subject to clause 4.3, you may register the details of mobile phones until the Next Renewal Date

Subject to clause 4.3, you and Additional Members may register the details of mobile phones until the Next Renewal Date

Passport Registration, Reporting and Reminder

You may register your passport/s. We will notify you 8 months prior to your passport expiring provided you have provided us with a valid email address

You and Additional Members may register the details of any number of passports. We  will notify you 8 months prior to your passport expiry to enable you to renew, provided you have provided us with a valid email address

Key & Luggage Retrieval

Tags are provided in your Welcome Kit.  Additional tags are available upon request

Tags are provided in your Welcome Kit. Additional tags are available upon request

Registration of Important Documents and Valuables

You may register details of any documents and details of valuables

You and Additional Members may register details of any documents and details of valuables

Online Service

You will receive login details upon request, subject to clause 4.11

You will receive login details upon request, subject to clause 4.11

Online Document Vault

You may upload documents to a total of 10MB, subject to clause 4.12

You may upload documents to a total of 10MB, subject to clause 4.12

Identity Guard Insurance

You are entitled to cover of up to a value of AU$15,000 per annum, subject to clause 4.13

You are entitled to cover of up to a value of AU$15,000 per annum, subject to clause 4.13

Identity Watch

You are entitled to register the following number of items:

- 8 credit/debit cards
- 5 bank accounts
- 1 passport (AU or NZ)
- 1 driver’s licence (AU or NZ)
- 2 Medicare cards
- 3 telephone numbers
- 3 email addresses

You are entitled to register the following number of items per Primary Member and Additional Member:

- 8 credit/debit cards
- 5 bank accounts
- 1 passport (AU or NZ)
- 1 driver’s licence (AU or NZ)
- 2 Medicare cards
- 3 telephone numbers
- 3 email addresses

Fraud Protect

We will advise Registered Passports you have reported lost or stolen under  Fraud Protect, subject to clause 4.9.

We will advise Registered Passports you have reported lost or stolen under Fraud Protect, subject to clause 4.9.

 

SecurePlus Express Product*

SERVICE

INDIVIDUAL

HOUSEHOLD

Card Cancellation and Replacement

You may register the details of Cards, subject to clause 4.2

You and Additional Members may register the details of Cards, subject to clause 4.2

Passport Registration, Reporting and Reminder

You may register your passport/s. We may be able to report them as lost/ stolen subject to clause 4.8. We will notify you 8 months prior to your passport expiring, provided you have provided us with a valid email address

You and Additional Members may register the details of any number of passports. We may be able to report them as lost/ stolen subject to clause 4.8.   We will notify you 8 months prior to your passport expiry to enable you to renew, provided you have provided us with a valid email address

Emergency Cash

You may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

You and Additional Members may be eligible to receive up to AU$1,000 for any one Loss Report, subject to clause 4.6

Online Service

You will receive login details upon request, subject to clause 4.11

You will receive login details upon request, subject to clause 4.11

* Not available as a retail product

Note: SecurePlus Express and SecureIdentity Express Products are only available through selected institutions.

Note: Welcome Kits will be provided within 15 business days of applying for your Membership. SecureIdentity Express and SecurePlus Express Memberships will not receive a Welcome Kit.

 

Restricted Membership

If a Restricted Membership applies, only the following Services will be provided under the SecureIdentity, SecureIdentity Express, SecurePlus or SecurePlus Express Membership Options:

  • Card Cancellation;
  • Change of Address (Australia and New Zealand addresses only); 
  • Emergency Cash Advance (must be over 100kms from overseas residence); 
  • Key and Luggage Retrieval; 
  • Mobile Phone Protection Service (only for Australian or New Zealand Mobile Phone Service Providers and only until the Next Renewal Date); 
  • Registration of important documents and valuables; and 
  • Passport registration and expiry reminder service.

To transfer to Restricted Membership or find out more details please call us.